The Bagg Group is a leading Canadian-owned and operated staffing and resources firm, sourcing top talent for temporary, contract, and full-time staffing through our specialty divisions in four Greater Toronto Area offices.Learn More

Travel: Ability to travel to the U.S. for extensive initial and ongoing training in head office near Chicago O’Hare airport.

Originally based in the United States, our client is an international professional service organization founded in 1988 who is looking at expanding their team to provide exemplary customer service to their internal & external clients.

The role of the BilingualDSA is to handle incoming or outgoing calls from customers in Canada or the United States and can deal with customer problems which can include Driver Assistance, Maintenance Assistance, and Collision, Order Administration and Title and Registration product calls practicing empathy of the driver's care. You would be responsible for meeting and exceeding the department goals for Average Speed of Answer (ASA), Average Handle Time (AHT), After Call Work (ACW), Auxiliary Time (AUX) and Abandon Rate by properly managing your time. Process driver request and needs in an exceptional service manner to ensure customer satisfaction.

Are you fluent in both English and French?

Do you have experience working in a Call Centre environment?

Are you comfortable working in a fast paced environment and providing excellent customer service?

Can you handle 90% of work on first contact from internal and external customers (1st contact resolution)?

RESPONSIBILITIES:

Must be able to interpret and follow up on various issues and tasks concerning Title and Registration, ordering, quoting, used vehicles, destination of factory deliveries, insurance, purchasing, collision reporting, violations, client policies, manufacture topics and issuing maintenance purchase orders as well as setting up rentals and emergency roadside assistance.

Above all, must be able to encourage and maintain a positive and successful culture with a solid understanding of working towards team, department and organizational goals.

Must be able to handle difficult and demanding situations correctly and satisfactorily.

Must be able to make on the spot decisions for such issues as; ordering, quotes, tracing of vehicles, data changes, emergency situations, etc.

Must be able to read and understand simple to complex instructions.

Must be able to work with other operating areas to successfully service the driver and clients needs.

Must be able to successfully execute and deliver high quality customer service over the phone.

QUALIFICATIONS

Bilingual French & English

High School Diploma or equivalent required – College Diploma preferred

1-2 years Call Centre experience preferred

Ability to operate a Desktop PC, fax machine, telephone and copier

Working knowledge of various computer applications, especially Windows-based products.

Bilingual and able to speak conversational French to support customers in the Canada and the United States.

Typing 30+ words per minute.

Strong Customer Service skills. Excellent communication skills, both soft skills and influencing skills. Able to deal with difficult and irate customers with little supervision.